Intelcom | Dragonfly 

Your Role: At the Heart of the Chain

• Identify mutually beneficial opportunities that support IDC sustainability, operational excellence, customer experience and Intelcom’s delivery capacity.
• Advise regional leadership on IDC partnership trends, risks and opportunities.
• Represent IDC perspectives objectively in internal discussions while ensuring alignment with Intelcom’s strategic priorities and operational requirements.

• Collaborate with Operations and Procurement to assess future delivery requirements, identify capacity gaps and support capacity-planning strategies in assigned markets.
• Find new potential IDC’s and guide them through the selection and contracting process and onboarding phase (in collaboration with IDC compliance team)
• Provide input into IDC selection, onboarding and development strategies based on operational and customer needs.
• Support IDC scalability by identifying performance or capability gaps and recommending tailored development solutions.
• Support IDC’s with planning and confirming capacity of adequate vehicles and drivers and ensure IDC’s delivery on committed capacity including ramping up and down.

• Build and maintain trusted, professional relationships with IDC partners and internal stakeholders.
  • Maintain rigorous monitoring of IDC KPIs and compliance.
  • Adequately document their interventions and action plans.
  • Ensure proactive communication with partners.
  • Execute IDC performance reviews / QBR’s as per company policy and that follow up actions are realized or escalated as per company policy
  • Maintain regular and transparent communication with IDCs regarding policies, tools, services, operational expectations and information sessions.
• Establish two-way communication by gathering partner feedback and sharing relevant insights with internal stakeholders.
• Address partner questions, concerns and grievances constructively, using negotiation, mediation and conflict-resolution skills.
• Represent Intelcom’s values and partnership approach consistently across all interactions.

• Maintain regular engagement with delivery stations, frontline teams and IDC partners to understand operational realities.
• Review relevant performance indicators and field observations to identify risks, recurring issues and improvement opportunities.
• Translate field insights into practical recommendations for regional Operations and other internal stakeholders.
• Support station teams in identifying opportunities to strengthen collaboration with IDCs.
• Work with IDCs and Operations to develop appropriate action plans and monitor agreed follow-up actions.
• Challenge IDC’s on quality and capacity gaps and support them in finding relevant solutions; ensure training materials and IDC management tools are available and used
• Leverage IDC Business Reviews to formalize improvement and development actions and their successful completion or need for escalation
• Strong report-writing skills, with the ability to produce comprehensive analyses, executive summaries, and strategic, solution-focused recommendations.

• Support IDCs through policy changes, new technologies, operational initiatives and performance-improvement plans.
• Communicate to, and train IDC’s on compensation policies and tools, route productivity and driver compensation models
• Ensure that IDCs understand applicable performance KPIs, compensation plans, tools, procedures and operational expectations.
• Promote the appropriate adoption and use of Intelcom tools and processes.
• Build understanding and commitment by communicating the purpose, expected benefits and impact of changes.
• Identify implementation challenges and escalate roadblocks to the appropriate stakeholders.

• Identify potential contractual, operational and compliance risks affecting IDC partnerships.
• Communicate areas of non-compliance clearly and recommend appropriate mitigation or corrective actions.
• Follow up with IDCs and internal stakeholders until agreed corrective actions have been completed.
• Apply the established escalation process when risks or non-compliance issues are not resolved within the expected timeframe.
• Maintain appropriate documentation of significant risks, commitments, escalations and corrective actions.

 Key Competencies

• Business & Operational Acumen
• Data-Driven Decision Making
• Partnership & Stakeholder Management
• Communication, Influence & Conflict Resolution
• Change Enablement, Compliance & Professional Judgment
• Strong team player with the ability to build collaborative relationships and contribute to a high-performing team environment

Qualifications

Education

• Bachelor's degree in business administration, Supply Chain Management, Logistics, Operations Management, Human Resources, or a related field + 6 years work experience

Expériences

Intermediate Level (3–5 years)

• Experience managing external partners, contractors, franchisees, or vendors.
• Strong background in performance management using KPIs and BI dashboards.
• Experience in negotiation, conflict resolution, and stakeholder engagement.
• Exposure to capacity planning or operational workforce planning.

Type of Experience (Preferred Backgrounds)

• Entrepreneurship or experience operating a small business (understanding contractor realities).
• Vendor or franchise network management.
• HR or labor relations exposure (especially contractor models).
• Operations leadership in a fast-paced, field-based environment.

Personal Attributes

• High emotional intelligence and strong mediation skills.
• Strategic thinker with strong operational grounding.
• Comfortable operating in ambiguity and high-pressure environments.
• Strong integrity and ability to handle sensitive information confidentially.
• Customer-centric mindset with strong resilience and adaptability.

Language & Mobility

• Bilingual (French and English) preferred, for Quebec-based IDC BPs
• Willingness to travel regularly